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Double Sales through Customer DelightArticle by Tom Marcoux, America's Communication Coach(includes highlights from the audios/workbook system How Top People Double Sales in Half the Time) The top principle of "Double Your Sales through Customer Delight" is "to provide something extra and surprising." Anyone can create a satisfied customer. But delighted customers give you referrals that lead to more closed sales! Ms. Marty Rodriguez (top real estate agent in the world for Century 21) uses strategy to convert prospects to clients. She says, "We offer a process for people trying to reduce their taxes. It's a free service that some people don't bother with." Joe Girard (the World's Greatest Salesman, noted in the Guinness Book of World Records) would personally ensure that this customers would well-treated in his firm's repair department. Anita Roddick (founder of The Body Shop) guides her business on "qualities like love and care and intuition." We learn from these highly effective people that extra care and service create prosperous results. When I spoke with Myriam Chen (CEO of Chen & McGinley Inc., the 18th largest woman-owned business in the San Francisco Bay Area), she emphasized, "Our job is to facilitate the convenience of the client. Delighted customers are more than just happy, they are trusting you. A delighted customer has no hesitation to pick up the phone and say, 'Myriam, please help me with this.'" As I train salespeople across the nation, workshop participants mention how the acronym "D.E.L.I.G.H.T." helps them to internalize the training. We need a desire to serve, and to connect with our personal enthusiasm. We focus on providing extras. We practice powerful listening. We help the prospect feel her importance as a person. We meet our goals. We help people constantly. Finally, we use tracking systems for our "customer delight" efforts. To get Tremendous Results, we use a tracking system. When you want to improve it, measure it. Also, make measurements positive so they protect your feelings. Much of my work is based on my Science of Emotional Self-leverage(tm). For my professional and personal coaching clients, I often help them create empowering habits of measurement. We use the acrostic "I CAN": I- Immediate Feedback - Note your progress immediately -- and enjoy a burst of energy. C - Control behaviors - Let's measure what we can control. For example, we can't control how many sales are made on a particular day. However, 25 extra marketing calls per week must yield more closed sales, ultimately. A - Award improvements - Don't wait for company incentives like a paid vacation. Track improvements and reward yourself daily. N - Notice a key detail (on a line graph) - I've advised clients to use a chart for noting daily marketing calls and follow-up faxes they send per day. It's amazing how looking at a chart will give you the extra push to keep your score up and to beat your old score. You deserve the best. Help yourself rise to the next level of success -- through positive measurement. CONCLUSION: Remember to create Customer Delight, and employ the I.C.A.N. process. Use this article as your springboard. I devote much of each day to find new ways to serve people; therefore, I invite you to look at the resource listed below. The best to you, Tom Marcoux .jpg) How Top Salespeople Double Sales in Half the Time - your Sales Success system (audios and workbook) Click here for more information"How Top Salespeople Double Sales in Half the Time provides me with new ideas to use and techniques....Already, based on the program, I created a "free gift," and I now am using a quick qualifier when I speak with a 'suspect.' So the tapes and workbook function as an ongoing educational tool that I use." -- Steven C. Seitz, Sales Manager, Silicon Valley Conference Center www.svconferencecenter.com Copyright 2002 Tom Marcoux Family Ltd. Partnership. A Speaker for Your Company, Association or Conference: Tom Marcoux, America's Communication Coach is the author of Communicate to Win: Influence Your Way to Success and Happiness; Free Yourself for Success; How to Heal When Life's Too Much. Tom is a nationally known, award-winning speaker-author (Speaker of the Year, Success Builders International and BusinessAcademy.com). Tom is a sales coach and personal/professional coach. He is a faculty lecturer at Academy of Art College, San Francisco (whose graduates often work for George Lucas' companies). Tom is a member of the National Speakers Association. He speaks for the National Association of Broadcasters Conference, Las Vegas, Nevada (click here for his NAB presentation). He is a guest lecturer in venues California State University - Los Angeles, Stanford University, and De Anza College. His book "Communicate to Win" is a required textbook at Cogswell Polytechnical College, Silicon Valley and in the Cogswell Time Capsule. His private workshops and public seminars have benefited professionals from IBM, The Gap, Charles Schwab, Bank of America, Wells Fargo, Lucent Technologies, Circuit City, The Olive Garden, and many other firms. He authored 10 books which are available on-line at http://www.businessacademy.com Tom is a faculty lecturer on technical communication and digital filmmaking at Cogswell Polytechnical College. Tom is a TV/Radio guest and he has been written about in San Francisco Examiner and the magazines: Streaming, Radio World, National Association of Broadcasters Daily, Millimeter, and Sharing Ideas - The Premiere Speaking Industry Magazine. Tom is featured in the documentary "Perfect Ending." View 34 pages of Quotes from People Helped by Tom's speeches, coaching, and products in the Guestbook For your media project: engage Tom Marcoux, Media Specialist/Motion Picture Director-Producer-Writer-Actor: Tom directed a previous motion picture that went to the Cannes Film Festival. He is currently directing "LIVING, the Motion Picture" -- which includes the beautiful Crystal Pegasus. He is the president of TomMarcoux.com, Inc. and Marcoux Media, and his team is preparing the science fiction trilogy of motion pictures entitled "TIMEPULSE."(www.TimePulse.com) Tom is the author of the novel TIMEPULSE. Tom won a special award at the EMMY AWARDS after earning a degree in psychology and television production. Tom is the author of 101 Acting Secrets: A Director's Tips for Your Acting, Auditions, Movie Roles, and Self-Promotion. He conducts acting workshops and workshops on "Self-Promotion for Actors" Quotes from People Helped by Tom's speeches, coaching, and products in the Guestbook 
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